Client Success Manager

Job Title: Client Success Manager

Job Type: Full-time, Hybrid in office in NYC

Work Authorization: Applicants must have legal authorization to work in the U.S. without the need for current or future sponsorship

ABOUT BRANCHLAB

BranchLab is an AI-native company unlocking smarter audiences for healthcare marketers.

At the intersection of AI, healthcare, and advertising technology, we build solutions that make audience insights both intelligent and scalable to drive measurable outcomes, like script lift.

Our platform uses predictive modeling to identify and activate high value AI-native health audiences. Driving better Rx discoverability with less friction, waste, or guesswork.

Prioritizing transparent performance, full population coverage, and unparalleled privacy standards - BranchLab ensures speed, precision, and trust in every campaign.

THE OPPORTUNITY

We seek a dynamic candidate with an entrepreneurial spirit, demonstrating high agency and adaptability in a fast-paced industry. They are self-motivated, reliable, and passionate about delivering exceptional service and making a positive impact on client outcomes. While professionalism is crucial, we also value a fun and vibrant personality that fosters collaboration and innovation. In summary, we're looking for a skilled professional who embodies entrepreneurship, agency, adaptability, self-motivation, reliability, and fun, and is inspired to make a meaningful impact in our industry.

KEY RESPONSIBILITIES

Develop and maintain strong, long-lasting relationships with clients. Understand their business needs, goals, and challenges to effectively address them.

Guide clients through the onboarding process, ensuring a smooth transition onto our solutions. Provide comprehensive training sessions to empower clients to maximize the value of our products.

Serve as the main point of contact for client inquiries, requests, and escalations. Proactively address any issues or concerns, and work collaboratively with internal teams to find solutions.

Drive client retention and renewal efforts by demonstrating the value of our products and services. Monitor client usage and engagement, identifying opportunities for upselling or cross-selling.

Act as a client advocate within BranchLab, representing their needs and priorities. Gather feedback, insights, and testimonials to continually improve our products and services.

Develop a deep understanding of BranchLab's products and services. Stay updated on new features, enhancements, and industry trends to effectively advise clients on best practices.

Generate regular reports and metrics to track client satisfaction, usage trends, and key performance indicators. Use data-driven insights to inform strategic decisions and drive continuous improvement.

REQUIRED SKILLS & EXPERIENCE

Bachelor's degree in related field.

Proven experience in client-facing roles, such as account management, customer success, or sales.

Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.

Strong problem-solving abilities, with a proactive and solution-oriented mindset.

Ability to manage multiple clients and priorities simultaneously, with exceptional organizational skills.

Ability to work in a fast-paced, high-growth environment, balancing strategic vision with execution.

PREFERRED QUALIFICATIONS

Understanding of the TV advertising marketplace, including traditional linear TV, CTV, Addressable, and digital advertising.

Comprehensive knowledge of healthcare advertising terminology, market trends, competitors and regulations.

Familiarity with advertising technology platforms and tools, such as programmatic advertising platforms, ad servers, and analytics tools.

Experience with ad targeting strategies, including audience segmentation and emerging trends like AI-driven advertising solutions.

Strong attention to detail, proven track record of successfully implementing advertising technology solutions to achieve campaign objectives and ROI targets.

WHY JOIN BRANCHLAB?

Competitive Salary & Comprehensive Benefits

Small, Agile Team - Your work will have a direct impact

Equity Opportunities - Grow with the company